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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support and onboarding processes, with a focus on building workflows and documentation. Possesses strong communication skills in English, both spoken and written, to enhance customer experience and drive product adoption.
Highest-signal resume keywords
Customer Support ExperienceOnboarding Process DesignStrong Writing SkillsVideo Call LeadershipEmotional Intelligence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportOnboardingWorkflow DesignDocumentationSaaS Experience
Soft Skills
Problem-SolvingGood JudgmentResponsivenessCommunicationDedication to Customer Experience
Industry Keywords
Customer FeedbackProduct AdoptionSocial Media ManagementPublic Criticism Handling
About the role
Key responsibilities & impact- Handle customer support tickets and emails, going into customer accounts to fix issues directly rather than only replying
- Lead onboarding video and phone calls with new customers to drive product adoption and reduce churn
- Manage comments on Facebook ads: answer questions, turn interested users into leads, and handle negative comments with good judgment
- Design and build the support and onboarding process from scratch, including workflows, documentation, and best practices
- Share customer feedback with the team to help improve the product and the customer experience
Requirements
What you’ll need- Excellent spoken and written English with a clear, neutral accent (this is essential for the role)
- Experience in customer-facing support or onboarding, ideally for a SaaS or software product
- Comfortable on camera and confident leading video calls with customers
- Strong writing skills for clear, professional, and friendly communication across email, tickets, and social media
- High emotional intelligence: a problem-solver, not a script-follower
- Responsive, communicative, and dedicated to delivering a great customer experience
- Good judgment when handling public criticism under paid ads
- Comfortable working without an existing playbook and building processes independently
Benefits
Comp & perks- Competitive salary in US dollars
- Fully remote role
- Real ownership and the chance to build something from scratch
- Meaningful work: help nonprofits access the funding they need
- Long-term opportunity to grow alongside the company